Add a term to the custom vocabulary

Who can do this? Tech admin

Improve transcriptions by adding terms (trackers) that are unique to your business. If we transcribe any term incorrectly, you can add alternative transcriptions for the term in the custom vocabulary. When detected, we'll replace the alternative transcriptions with the correct terms.

Do's and Don'ts

Before adding terms to the custom vocabulary, see this list of things to do and not do:

Do's

• Add nouns.

• Add individual terms for a noun that is derived from multiple words. For example, in the case of MuleSoft, add the terms mule soft.

• Add long terms. For example, ADP Workforce Now, Create Dynamic Teams.

• Add a single term and multiple alternative transcriptions. For example, add the term Covid19 as a single term, and add coronavirus, covid, corona, covet 19 as alternative transcriptions.

• Add custom and uncommon nouns that are part of your business jargon. For example, quotas.

• Include related word forms in the tracker to reduce the need to add word derivatives. For example, record, recorded, recording.

Don'ts

• Don't add common terms such as numbers to the custom vocabulary, unless it's an uncommon term and important to your company. For example, 121eCommerce.

• Don't add common terms as additional transcriptions. For example, don't add the term talent as an alternative description for Talend.

• Don't add special characters to the additional transcription.

• Don't include related word forms. For example, if you add the term POC, there is no need to include related word forms such as POCs or POCed.

• Don't add additional pronunciations as separate terms. For example, Salesforce and SFDC (unless there is a requirement to distinguish between the two terms).

• Don't add additional transcriptions to make allowance for regional accents. For example, if in a regional accent the word blue sounds similar to the word blow, don't add the term blow as an additional transcription to the term blue.

How to add a term

If you have more than one alternative, separate them with commas.

1. Go to Company Settings > Custom vocabulary.

2. Click +ADD TERM. 

3. Define the following:

   • TERM: Enter the term you want to add.

   • CLASSIFICATION: Provide the context for the term in your company. Is it a general term, your company name, or the name of another company. For example, Airbnb would be classified as another company, whereas GDPR would be classified as a general term. This classification provides us with additional tools to identify the term based on where it appears in the sentence.

4. In the APPLICABLE LANGUAGES AND ALTERNATIVE TRANSCRIPTIONS area, enter any alternative pronunciations and transcriptions.

   If you have more than one alternative, separate with a comma.

5. Click Add language to add the term in different languages. Choose the language and add alternatives.

   Select the applicable languages and optionally provide any alternative transcriptions. If you have more than one alternative, separate them with commas.

6. Click SAVE.

New alternative transcriptions are effective in all new calls. The replacements are applied also to historical calls, and processed in the background. Previous calls are usually available with the correct term within a few hours.